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Spilling the spiels

Most call it script, others call it dummy dialogue, I used to call it calibrated interaction, but now it’s commonly referred to as spiels, what contact center professionals use as either guide for managing calls or workflow to simulate calls and come up with the most productive information exchange, with the aim of providing the best possible call experience, for both ends.

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Carl C. Lozano (aka Daddy C or CCLozano) is an Operations Management and Customer Service Professional, currently the General Manager of HSNI and Founder of IGersManila Philippines, one of the pioneering communities in Instagram, open to Filipino Instagram'ers (IGers) and phoneographers around the world, with its longest running photo challenge - the #IGersManila #9pmhabit - becoming the daily visual storytelling habit that continues to yield positive interaction online and offline. Keep the good vibes rolling! #KTGVR